At a Glance
- Tasks: Manage workforce planning and optimise contact centre performance across multiple sites.
- Company: Join Healix, a dynamic company that values personal care and innovative solutions.
- Benefits: Enjoy career development, health insurance, and a supportive team environment.
- Other info: Be part of a friendly culture that nurtures diverse talent and offers growth opportunities.
- Why this job: Make a real impact in a role that combines strategy and operational excellence.
- Qualifications: Experience in workforce planning and strong communication skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
The Workforce Planning Manager role focuses on short to medium-term planning, real-time operational management, and performance reporting to the wider leadership team. With the support of the wider Planning Team, the Workforce Planning Manager will support the management and delivery of day-to-day service performance of the contact centre, ensuring optimal resource utilisation and service delivery across two sites. As a key member of the wider leadership team, the postholder will contribute to strategic operational discussions while ensuring frontline performance aligns with business objectives and service level agreements.
About The Role
- Key Responsibilities:
- Short-Term Workforce Planning Scheduling: Manage and optimise short-term forecasting and scheduling activities. Ensure staffing levels are aligned to forecasted demand to maximise efficiency and service performance. Maintain ownership of shift patterns and scheduling strategies to support operational needs.
- Service Delivery: Oversee real-time management of contact centre performance across multiple sites. Monitor service levels, queue performance, and agent productivity, taking immediate corrective actions where required. Ensure delivery against key operational KPIs such as service level, abandonment rate, and response times.
- Leadership Stakeholder Engagement: Provide regular performance updates and insights to the leadership team. Support continuous improvement initiatives within workforce planning and broader operations.
- Reporting Insights: Analyse trends and provide actionable insights to improve operational efficiency and customer experience. Ensure accurate and timely reporting of workforce metrics and service performance indicators.
- Planning Cycle Continuous Improvement: Demonstrate strong understanding of the end-to-end workforce planning cycle (forecasting, scheduling, real-time management, and review). Support the development of forecasting accuracy and workforce optimisation strategies.
Key Skills Experience:
- Essential: Strong understanding of contact centre operations and service delivery. Proven experience in workforce planning, scheduling, and real-time management. Ability to analyse data and translate it into actionable insights. Strong stakeholder management and communication skills. Experience managing performance across multi-site operations.
- Desirable: Previous experience in Workforce Planning (WFP) roles within a contact centre environment. Experience using workforce management tools. Experience with Calabrio WFM (or similar workforce planning systems).
Key Competencies:
- Analytical thinking and problem-solving
- Decision-making under pressure
- Strong organisational and planning skills
- Influencing and stakeholder management
- Attention to detail
- Leadership and collaboration
Required Criteria:
- Strong understanding of contact centre operations and service delivery.
- Experience managing performance across multi-site operations.
- Strong stakeholder management and communication skills.
Desired Criteria:
- Previous experience in Workforce Planning (WFP) roles within a contact centre environment.
- Experience with Calabrio WFM (or similar workforce planning systems).
Company Culture:
We focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world. Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care. Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.
Company Benefits:
- Commitment to career development
- Health insurance
- Vacation
- Paid time off
- Retirement plan and/or pension
- Office perks
- Employee development programs
- Employee discounts
- Gym membership or wellness programs
- Opportunity to travel
- Casual dress
- Cycle to work
- Free work laptop
- Referral bonus
- Open office
- Competitive salary
- Life insurance
- Employee Assistance Scheme
- Wellbeing Scheme
- Social Opportunities
- Progression opportunities
Salary Not disclosed
Workforce Planning Manager employer: Healix
Healix is an exceptional employer that prioritises the growth and development of its employees, offering a supportive and dynamic work culture where initiative is encouraged. With a commitment to career advancement, employees benefit from ongoing training, competitive salaries, and a range of perks including health insurance and wellness programmes, all while working in a collaborative environment that values personal connections and diverse talent.
StudySmarter Expert Advice🤫
We think this is how you could land Workforce Planning Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in contact centres or have experience in workforce planning. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of workforce management tools like Calabrio WFM. We want you to be able to discuss how you've used data to improve service delivery and performance in past roles.
✨Tip Number 3
Showcase your analytical skills! Be ready to share examples of how you've turned data into actionable insights. This is key for a Workforce Planning Manager, so make sure you highlight your successes in this area during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company culture.
We think you need these skills to ace Workforce Planning Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in workforce planning and contact centre operations. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Analytical Skills:Since the role involves a lot of data analysis, be sure to include examples of how you've used data to drive decisions in previous roles. We love seeing candidates who can turn numbers into actionable insights!
Highlight Leadership Experience:As a key member of the leadership team, your ability to engage stakeholders and lead teams is crucial. Share specific instances where you’ve successfully managed performance across multiple sites or led initiatives that improved service delivery.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Healix
✨Know Your Numbers
As a Workforce Planning Manager, you'll need to demonstrate your analytical skills. Brush up on key metrics like service levels, abandonment rates, and response times. Be ready to discuss how you've used data to drive performance improvements in previous roles.
✨Showcase Your Scheduling Savvy
Prepare to talk about your experience with short-term forecasting and scheduling. Think of specific examples where you optimised staffing levels to meet demand. Highlight any tools you've used, especially if you're familiar with Calabrio WFM or similar systems.
✨Engage with Stakeholders
Stakeholder management is crucial in this role. Be prepared to share how you've communicated performance updates and insights to leadership teams in the past. Show that you can influence decisions and drive continuous improvement initiatives.
✨Demonstrate Leadership Skills
As a key member of the leadership team, you'll need to show your ability to lead and collaborate effectively. Prepare examples of how you've managed multi-site operations and ensured alignment with business objectives. Emphasise your problem-solving skills under pressure.
